Key features of this new release include improvements in administration functionality of the hosted platforms and the interfaces to the intelligent Contact Centre and intelligent Applications Builder solutions.
Enhancements to the IP Centrex Hosted functionality
Over 90% of the business applications features available to enterprises on the TeleWare on-premise installations linked to their onsite PBXs can now be provided to TeleWare IP Centrex hosted services customers on a pay-as-you-go basis, with the added benefits of the hosted platform ensuring that customers have a secure and resilient architecture without support and maintenance responsibilities. One of the enhancements provided is support for international time zones. “This new capability enhances the multilingual solutions per tenancy and reflects our increasing support for multinational communities where there is a need to specify a time zone for a community,” said Lesley Hansen, Group Marketing Director for TeleWare. “The time zone support enables the delivery of messaging in the actual local time or the location/tenancy globally,” adds Hansen.
New features and interface for intelligent Contact Centre (iCC)
Release 10.1 has enabled the intelligent Contact Centre application, which provides for wide area professional contact centre teams and team working, to be accessed through the TeleWare web based control panel, Web Assistant. This new interface provides new supervisory options and gives managers the ability take an overview of the active teams from both an agent and wallboard perspective. “These enhancements mean that on-premise customers on Pure Play systems and those on our IP Centred hosted services are able to listen to, join, or whisper to an agent while a contact centre call is in progress,” explained Hansen. In addition, the intelligent Contact Centre screens now provide wide area wallboard on agent screens and telephony presence information from the intelligent Presence Manager application showing which team members are available and which are active.
Major interface changes to intelligent Application Builder (iAB)
The intelligent Application Builder product set for IVR applications has also received enhancements, including support for a new web based interface that enables support for Auto Attendant and IVR applications on the hosted platform, with improved management. “Being a web based application, the administrator is no longer bound to a specific machine, we can take advantage of the browser’s capabilities and use of multiple windows and we have provided a task based maintenance page,” said Hansen. “Overall, the functionality has been enhanced and simplified and a direct method of phrase recording for both hosted and on-premise IVR applications has been introduced,” Hansen concluded.
The hosted platforms in Thirsk, Docklands and Heathrow have already been updated, providing these capabilities to hosted service customers and, under the TeleWare AULM, all on-premise customers are entitled to a free software upgrade to Release 10.1, providing them with these new features and capabilities.